Senior Director-Program Management

In addition to competitive pay, a discretionary annual bonus, and a supportive, team‑oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match. Position Overview We are seeking a Senior Director, Program Management to serve as the strategic and operational leader for one of the firm’s largest and most complex client relationships. This individual will act as the primary program management and vendor operations point of contact, ensuring a seamless, high‑quality client experience across all engagements. This role sits at the intersection of client service delivery, program governance, and operational excellence within a sophisticated legal‑services environment. The Senior Director will bring a consulting‑oriented approach—structuring ambiguity, aligning stakeholders, and translating operational complexity into clear strategies, actionable plans, and compelling executive narratives. The ideal candidate combines executive presence with operational depth—someone who can confidently engage senior client stakeholders, navigate the realities of a law firm delivery model, and drive disciplined execution across a multi‑stakeholder, high‑expectation environment. Key Responsibilities Client & Relationship Leadership Serve as the primary strategic partner and program lead for assigned client(s), building trusted relationships across legal, operational, and business stakeholders Develop a strong understanding of client business priorities, legal service needs, and operating models to proactively align firm resources and delivery Represent the firm with confidence and credibility in executive‑level client meetings, steering committees, and business reviews Act as the primary escalation lead for complex client issues, ensuring clear ownership, timely resolution, and proactive communication Partner with internal leadership (practice groups, operations, and business teams) to align client priorities with firm capabilities and capacity Drive client engagement and adoption of firm processes, tools, and service delivery enhancements Program Management, Governance & VMO Leadership Own and lead end‑to‑end program management and governance across the client relationship, particularly for high‑volume or complex portfolios of work (e.g., matters, projects, or managed services) Establish and operate a Vendor Management Office (VMO) / program governance framework , ensuring consistency, transparency, and accountability Lead governance cadences (QBRs, executive business reviews, operational updates), delivering insight‑driven, executive‑ready outputs Oversee workload management, intake coordination, prioritization, and resource alignment across internal teams and external partners Ensure disciplined execution of program standards, including documentation, reporting, and escalation pathways Operational Excellence & Continuous Improvement Lead root cause analysis (RCA) efforts on delivery issues, escalations, or service gaps, translating findings into sustainable improvements Identify friction points in the end‑to‑end client service experience (from intake through delivery) and design scalable solutions Improve key performance metrics, including client satisfaction (CSAT), turnaround times, and delivery quality Build and refine processes that support scalable, repeatable legal service delivery in a high‑demand environment Proactively anticipate client needs and risks, shifting from reactive issue management to a forward‑looking service model Reporting, Analytics & Executive Storytelling Oversee development of program reporting, dashboards, and analytics to provide visibility into performance across matters, workload, and service delivery Monitor and analyze client data to identify trends, risks, and opportunities for improvement or expansion Translate complex data into clear, concise insights and compelling executive narratives Create and deliver high‑impact presentations and structured problem/solution frameworks for client and internal stakeholders Ensure reporting is consistent, accurate, and aligned with both client expectations and firm standards Strategic Growth & Value Creation Partner with clients to understand evolving legal and operational needs, recommending practical, forward‑looking solutions Identify opportunities to enhance service delivery, improve efficiency, and deepen the overall client relationship Translate insights into actionable strategies that drive productivity, profitability, and long‑term partnership value Support growth and retention through strong alignment of client needs, operational execution, and firm capabilities What Success Looks Like Strong, trusted client relationships with alignment across legal, operational, and executive stakeholders Consistent, high‑quality governance and communication across all levels of the client organization Proactive and effective management of escalations, issues, and service delivery risks Clear, insightful reporting and polished executive storytelling that drives decision‑making Measurable improvements in operational performance, efficiency, and client satisfaction A well‑structured, scalable program model that simplifies complexity and supports growth Qualifications Bachelor’s degree in Business, Operations, or related field (or equivalent experience) 12–15+ years of experience in program management, consulting, client management, or operations leadership , preferably supporting complex clients Experience working within or alongside legal services, law firms, or professional services environments Proven ability to manage large, complex client relationships with multiple stakeholders and high expectations Experience operating within or leading a PMO, VMO, or governance‑driven function Exceptional executive presence and communication skills, including experience influencing senior stakeholders Strong analytical skills with the ability to translate data into insights and actions Preferred Experience Background in consulting or advisory environments (e.g., Deloitte, Accenture, etc.) Experience supporting managed services, alternative legal services, or high‑volume matter portfolios Track record of building scalable operational frameworks in client‑facing environments Core Competencies Executive communication & storytelling Structured problem solving and consulting mindset Stakeholder management and influence Operational rigor and attention to detail Navigating complexity with clarity and control Ownership mindset with a bias for action BERRY APPLEMAN & LEIDEN is an Equal Opportunity Employer . It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment. BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to View email address on click.appcast.io. #J-18808-Ljbffr Berry Appleman & Leiden